Complaints and feedback policy 2015

Children with Cancer UK welcomes all feedback, whether compliments or complaints, so that we can continue to improve our service and working practices.

We abide by our Fundraising Promise and we are a member of the Fundraising Standards Board to give a high standard of service to all our supporters. Feedback, both positive and negative, will be passed to the relevant Team Managers to inform the way their teams work.

If you wish to pass on your compliments please contact the Supporter Care Team in any one of the following ways:

Please ensure you include the following information in order that we can resolve your complaint as quickly as possible:

Your name, address, email and telephone number

A summary of the nature of your complaint, including dates and times of events, the fundraising you are referring to and any relevant information leading up to the complaint.

What you would like to happen/your preferred outcome.

Whatever the complaint, you can expect us to respond within the following times: On receipt we will acknowledge your complaint in writing by post within five working days or email instantly; we will provide a full response to your complaint within 14 working days.

We will keep a record of your complaint including:

Your name, address, email and telephone number (as supplied)

The date we received the complaint

The details of your complaint (including which campaign or activity it relates to)

Details of the investigation we have carried out to resolve your complaint

A record of all correspondance relating to your complaint

Stage Two – Raising your complaint with the Supporter Care ManagerIf your complaint is not resolved to your satisfaction, please contact our Supporter Care Manager, in any one of the following ways, to let us know why you think your complaint has not been properly resolved and what we can do to help further. The Supporter Care Manager will discuss your complaint with the relevant Team Manager and reply to you directly. The same response times will apply as Stage One.

Stage Three – Raising your complaint with the Chief ExecutiveIf you remain dissatisfied with our response,you can write to please contact our Chief Executive (CEO). Please use the same contact details outlined above. The CEO will respond to your feedback within 14 working days.

Stage Four – Raising your complaint with the Fundraising Standards Board (FRSB)In the event that you remain dissatisfied with the response you have received from us, you are entitled to take your complaint to the Fundraising Standards Board (FRSB). As a member of the FRSB, Children with Cancer UK is committed to abide by any decision they reach on complaints which are referred to them. It is an independent body that works to ensure that charities raising money from the public do so in a professional and responsible manner.

The FRSB will investigate your complaint within the context of the Institute of Fundraising Code of Practise and will aim to resolve the matter with all parties concerned within 30 days. If you are still not happy, you can ask the FRSB Board to adjudicate.

The FRSB Board of Directors will review the case and decide whether or not to uphold your complaint within 60 days. The FRSB Board has the discretion to specify that either no further action is appropriate or to censure the charity and propose an adequate course of action to remedy your complaint. It's decision will be made public.